Kirt - CONTENT MODERATOR

Demonstrated experience with Canva.

Demonstrated experience with Editing and Designing.

Demonstrated experience with Microsoft Word, Excel, and Powerpoint.

Demonstrated experience with Basic troubleshooting.

Demonstrated experience with Typewriting and Copywriting.

Processing orders, returns, and exchanges efficiently and accurately, ensuring a seamless shopping experience for customers across all channels.. Resolving customer issues and concerns promptly and professionally, demonstrating empathy and problem-solving skills to address diverse customer needs.. Contributing to a positive and supportive team environment, sharing feedback and best practices to enhance overall customer service performance.

Processing customer orders accurately and efficiently, including taking orders, updating order status, and managing payment transactions, ensuring a seamless shopping experience for customers.. Providing excellent customer service via phone, email, chat, and social media channels to assist customers with inquiries, orders, and product information related to flowers, gifts, and special occasions.. Resolving customer issues and concerns promptly and professionally, demonstrating empathy and problem-solving skills to address inquiries about deliveries, refunds, replacements, and product quality.

Resolving customer inquiries, complaints, or order discrepancies promptly and professionally, demonstrating empathy and problem-solving skills to ensure customer satisfaction.. Collaborating with DoorDash drivers to facilitate smooth order pickups and deliveries, providing necessary information and support to ensure efficient order fulfillment.. Coordinating with restaurant partners to confirm order availability, prepare items, and ensure timely pickup by DoorDash drivers.

Communicating with hotel partners to confirm reservation details, address special requests, and resolve any issues related to bookings or accommodations.. Processing customer reservations and payments accurately and efficiently, ensuring compliance with Getaroom.com's policies and procedures.. Providing accurate information and recommendations to customers regarding hotel amenities, room types, local attractions, and travel logistics.

Providing timely and accurate responses to user inquiries or reports regarding content moderation decisions, explaining the rationale behind removals or enforcement actions as needed.. Monitoring trends and patterns in user-generated content to identify emerging issues or areas of concern, proactively addressing potential policy violations or harmful content.. Contributing to a positive and supportive team environment, sharing feedback and insights to improve content moderation workflows, enhance user experience, and promote a safe and inclusive online community on Meta platforms.

Creating engaging training materials, including presentations, manuals, videos, and interactive modules, to effectively convey product information and best practices to learners.. Developing and delivering training programs for internal teams and external partners on Meta's products, features, and tools, ensuring comprehensive understanding and proficiency in product usage.. Providing ongoing support and guidance to trainees, including answering questions, troubleshooting issues, and providing tips and recommendations for optimizing product usage and performance.

Lead onboarding and training programs for new hires, including policy deep dives, platform navigation, content evaluation standards, and real-case simulations to ensure operational readiness.. Facilitate certification and nesting support, ensuring agents meet accuracy and quality benchmarks before full deployment.. Monitor and analyze weekly accuracy reports, moderator performance metrics, productivity outputs, and behavioral trends to identify coaching opportunities and risk areas.. Develop and deliver weekly performance support plans, including refresher training sessions, targeted coaching interventions, and action plans for underperforming agents.. Conduct weekly QA–Training calibration sessions to align on policy updates, gray areas, enforcement consistency, and new market trends affecting moderation decisions.. Provide market insights and operational updates to stakeholders, highlighting recurring errors, emerging content patterns, and policy impact on performance.. Lead team huddles and knowledge-sharing sessions to cascade new policy updates, clarify guideline changes, and ensure alignment across moderation teams.. Collaborate with QA, Operations, and Team Leads to maintain high accuracy standards and continuous improvement initiatives.

Lead onboarding, training, and nesting programs for new agents transitioning to production.. Handle multiple international markets, including EN, JP, KR, AR, VN and ID.. Monitor daily, weekly, and monthly performance to identify quality, productivity, and knowledge gaps.. Conduct refresher and alignment training based on performance trends and operational needs.. Coordinate with Policy Owners and POCs on policy updates, new rules, guidelines, and clarification of gray areas.. Cascade new policies and mandated alignments to ensure consistent understanding and application across markets.. Collaborate with Trainers, QA, PMs, POCs/Policy Owners, and Clients to maintain alignment on policies, quality standards, and training requirements.. Provide coaching and targeted training based on recurring errors and identified knowledge gaps.